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AGREEING ON DELIVERY APPROACHDTHE 8 STEPS OFAUTOMATIONTo determine the delivery approach, it is important to first understand the different stagesof the automation life cycle and make the distinction between business and technicalstepsBusiness StepsTechnical StepsStep 1Step 2Step 3Step 4Step 5Step 6Step 7Step signUser alsupportThe application ofa methodology bywhich the rightprocesses arechosen andprioritizedaccording to theirpotential andcomplexity.The analysis indetail ofprocesses to seeif the potentialand complexityassessed at firststill hold and toassess the extentto which theprocess canactually beautomated.Invariably, uponautomation,organizationsdiscover thattheir processesare not asstandardized,optimized,documented orfollowed as theythought. Hence,this is anopportunity tooptimize theprocess.The descriptionof the process toits most detailedsteps andunderstandingpotentialexceptions(technical andbusiness) in orderto develop robustRPA workflowsthat will bepassed on to RPAdevelopersIn this step,based on thework done in step4, actual RPAworkflows areprogrammed andthe process isautomated.The automatedprocess is testedto observe itsbehavior and tocorrect potentialbugs and catchpotentialexceptions thatmight have beenmissed duringstep 4 & 5.It is recommendedthat, for a periodof 2 weeks, theprocess becarefullymonitored by theteam whodeveloped theautomation tocorrect anyremaining issuesuntil a high level ofreliability isreached.In this step therobot performanceis continuallymonitoredWorkflow errorsare tracked andfixedAutomation scriptsare updated whenneeded42

BOT Implementation FrameworkDiagnosis by SME interview,Ascertain automation potential,quadrants and benefits1Function wise business casedemonstrating efforts, timelines andROIDiscovery MethodologyOpportunity ScopingProcess Due-DiligenceBusiness Case2Go-LiveRun testing cycles for in scopeprocesses for automationSupport (Ongoing)Hypercare RPATest RPA SolutionImplementation Methodology*Build RPA SolutionSolution DesignBuild automation workflow peragreed solution3Support, Change Management and OptimizationIncident ManagementChange ManagementAgree on adapted solution designfor automated processWave PlanningIdentify opportunity basis CoEstructure and priorityRun testing cycles for in scopeprocesses for automationPrepare RPAProcess deep dive to identifyAutomation potential, associatedimplementation effort and high levelsolution designException ManagementDefine, Design and Implement changeMonitor and support post go-liveBuild and maintain communicationchannel to handle exceptions(Business and Technical)43

AGREEING ON DELIVERY APPROACHDA mixed delivery model with in-house and external teams could be usedthroughout the automation cycle and evolve overtimeStep 1ProcessidentificationStep 2ProcessassessmentStep 3Process redesignStep 4User storiesdefinitionStep 5DevelopmenttStep 6UATInsourcedOutsourcedCo-sourcedStep 7Hyper-careStep 8OperationalsupportFull in-houseRPA teamMixed process assessmentand automation teamsinternal process identificationand support teamsMixed automation teamswith in-house processassessment andmaintenance teamsFull outsourcedRPA team44

SECURING FUNDINGECombining the results observed at the pilot stage and the high level roadmap with decisions aboutscope and delivery model, a business plan can be built as a foundation to secure funding for theprogram45

FKEY DRIVERS OFAN RPA OPERATINGMODELDESIGNINGAN OPERATING MODELThe operating model for RPA will ultimately be determined by four factors: the maturity of the RPAdeployment, the scope, the chosen delivery model and finally the organization’s existing structureScopeNarrow vs. LargeDelivery ModelInsource vs. OutsourceRPAOPERATINGMODELMaturityBuild vs. RunExisting organizationCentralized vs. Decentralized

FRPA PROGRAMMATURITYDESIGNINGAN OPERATING MODELThe operating model will obviously need to evolve as an organization matures from the early stagesof automation to a more mature run modeFROM BUILD-UP TO RUNFROMBUILDCenter of ExcellenceRobotics Operation CenterCoEROCMain tasks Assess and prioritize fewprocesses to be robotized Develop RPA and put intoproduction robotized processes Further train people Set-up working model with ITorganization Interact with RPA vendorModus operandi Project based Informal Agile Ad hoc Limited fundingTO RUNMain tasks Ensure smooth functioning ofexisting robots Continue to automate newprocesses Manage changes (processchange, application change,decommission etc.) Perform security / compliancefunctions Interact with the IT organizationModus operandi Structured Defined budget Operational SLAs47

FKEY DIMENSIONSOF AN RPAORGANIZATIONDESIGNINGAN OPERATING MODELDuring the preparation phase all five components of the evolvingand future operating model need to be 8

FDESIGNINGAN OPERATING tiple skills are required to develop and maintain an automation programStep 1ProcessidentificationProcess SubjectMatter expertThis is a process expert that will provide herinput in step 1 to 3RPA ScrumMasterThis is in effect an automation projectmanager using the agile approachRPA ProcessAnalystHer role consists of understanding in detail theprocess and business requirement and proposea new process design suitable to automationRPA SolutionArchitectWorks hand in hand with business analysts anddevelopers to ensure solidity of design anddevelopment workRPA DeveloperDevelops the automation based on user stories,participates also in UAT and hypercareRPA ControllerMonitors and optimizes robots performance,performs root-cause problem analysisIT SecuritySpecialistInterface with IT organization and ensures thatall IT security best practices are followedIT InfrastructureSpecialistInterface with IT organization to ensure that ITinfrastructure is ready and compatible forrobots deployment and maintenanceStep 2ProcessassessmentStep 3ProcessredesignStep 4User storiesdefinitionStep 5DevelopmentStep 6UATStep 7Hyper-careStep 8Operationalsupport49

FDESIGNINGAN OPERATING MODELROLESKILLSSTRUCTUREGOVERNANCEPROCESSESKPIsIn addition to the level of operational responsibilities the RPA organization will have, it can operatewith different levels of centralization50

1DESIGNINGAN OPERATING ANCEPROCESSESKPIsIn a decentralized model, the RPA organization can be for instance a COE with the main role ofdefining standards and methodology, while business selects the processes and IT performs theautomations51

2DESIGNINGAN OPERATING CEPROCESSESKPIsIn a centralized and strong operational model, the RPA organization is a ROC that actually owns anddelivers automation to business units while coordinating with IT and vendor. Most required skills arewithin the ROC52

3DESIGNINGAN OPERATING MODELROLEHUB & In a hub & spoke and hybrid model, the RPA organization takes on the responsibility for the technicalsteps of automation while the business steps are owned by the businesses themselves. The RPAunit also acts as a global coordinator of the automation process53

FDESIGNINGAN OPERATING MODELROLESKILLSSTRUCTUREGOVERNANCEPROCESSESKPIsTo whom the RPA unit reports will be the consequence of the type of organization chosen. Whateverthe case may be, we suggest to establish an automation council with representatives both ofbusiness and ITThe Automation CouncilPotential Options for formal reportingof the RPA organizationHead of Shared ServiceCenter organization(local or global)Head of IT(local or global)Head of Business Units(local or global)Country Leader/Business LeaderRPA organization formalexecutive in chargeIT leadershipRPA organization LeaderRPA organization LeaderRPA organization LeaderRPA organization LeaderThe Automation Council periodically reviews the activities and results of theRPA organization on a company wide basis to ensure alignment with companystrategy and IT overall roadmap and strategy. It can also act as an escalationentity board for prioritizing automation opportunities when need be. It can alsoreview and approve annual budget54

FDESIGNINGAN OPERATING MODELROLEKEY PROCESSES OFAN ONGOING ere are several key processes that need to be defined for the proper functioning of the RPAprogram55

FDESIGNINGAN OPERATING TUREGOVERNANCEPROCESSESKPIsFinally a performance management framework should bedefined in order to keep track of the overall RPA programperformanceAutomated Processes SLAsVirtual WorkforceCapacity KPIsMonitors the performance of automatedprocesses in terms of total efficiency createdEstablish and monitor SLAMonitors RPA virtual workforcecapacity and optimization potentialPERFORMANCEFRAMEWORKFinancial KPIsMonitors the financial benefits andassociated costs obtained from an RPAprogram implementationEmployee KPIsMonitors employee development withinthe CoE, enabling assessment regardingdepartment structure, resourceavailability etc.56

Robotic Operations Center – Key Offerings57

Practical ExperiencePitfalls to Avoid & KeyTakeaways

Centralized and Federated ROCs59

Table of ContentsBuilding the ROC1. Identify Your Team (Centralized & Federated)2. Start Training & Mentoring3. Decide/Publish Security & Credential approach4. Manage Idea Pipeline for Automations (IPA)5. Decide RPA Development Lifecycle Approach6. Publish RPA Governance & Map to LifecycleCentralized ROC Governance, compliance, standardsEducation, enablementKnowledge share, best practicesInfrastructure, licenses, IT opsCreate/Configure ROC FootprintMonitoring, HA/DRFederated ROCs Automation creation, Maintenance, SupportProcess and pipeline ownershipAccountable for ROIBusiness change managementLevel 1 & 2 Support7. Install/Configure Additional Tools8. Perform Maintenance & Operations9. Publish Metrics & KPIs10. ROC Best PracticesEXTRA: Sample Rollout MilestonesROC 10-Step GuideAugust 019RPA Concepts SectionSpeed Resultsthrough Cultureof EnablementKeep QualityHighKeyPointsCentralize theGuidanceDistribute theProductivity60

1. Identify your TeamROC TypeRolesDutiesSkillsBothROC ManagerCommunications, KPIs, Personnel Mgmt, ProjectMgmt, ScheduleSenior PM Skills, AgilecertificationBothRPA Solution ArchitectEnsure quality approach for automation designRPA CertificationFederatedIPA (Idea Pipeline forAutomations) ManagerProcess intake, documentation, scoring, mappingSWAT Personnel to automations, KPIsBusiness acumen, familiarity withAgile process mgmt toolsCentralizedInfrastructure EngineerInstalls/configures ROC software/cloud/HWCloud certification,CentralizedRPA TrainerTrain SWAT team and Individuals in RPA andpolicies. Hold open office hours for mentoringRPA Certification and RPATrainer CertificationFederatedRPA Maintenance CrewMaintain, test & update automationsRPA Certification, 2 yearssoftware devCentralizedRPA Operations CrewMonitor Bots, Manage workload, HA/DRBothRPA DevelopersCreate/Update Automations. Work on SWAT teamsor as individualsRPA Certification, 2 yearssoftware devFederatedBusiness Subject Matter ExpertIdentify new automations, work with SWAT andIndividuals to detail and test stepsBusiness acumenThe Centralized team forms the central focus for RPA Maturity and Scale within the organization.This team not only directs automation, but enables a cultural shift to “Automation First” thinking.Rather than “controlling” the RPA approach, the Centralized ROC enables and mentors theFederated ROCs, supporting it with infrastructure, guidance, and training.To optimize results, this team must be dedicated staff, and properly RPA Certified.ROC 10-Step GuideAugust 019Keep quality highby requiring RPACertificationPlan for StabilityKeyPoints:Focus onRemoving HurdlesBuild for Scale61

2. Start Training & MentoringROCSWATCitizen DevPartner*RPA – Level 1, 2 and 3 DiplomaXXXX*Advanced RPA CertificationXX*Business Analyst DiplomaXX*Infrastructure DiplomaXXXCode ReviewsXXRPA DaysBot-a-ThonsXXXXXXXXXThe success of an RPA program is directly related to the commitment totraining. Proper training will speed implementations, keep quality high,and encourage growth of the “Automation First” mindset. The availabilityof mentoring services such as Reviews and Open Office Hours willkeep people from getting “stuck” in their RPA learning.*Free courses at https://academy.uipath.comROC 10-Step GuideAugust 019XXOpen Office HoursSWAT MentoringXXAutomation workshopsRobot Development FrameworktrainingXXCreate “AutomationFirst” CultureCombine Educationwith hands-onexperienceKey Points:Cultivate CitizenDevelopersMentor for Success62

3. Decide/Publish Security & Credential ApproachEstablish your organizational governance approach for Security and Credential Management.Publish & educate this approach to ROC, SWAT, and Citizen Developer communitiesKey issues concern guidance for Credentials: Where credentials can be stored When to use personal credentials for automations When to use CAC/PIV/HSM solutions for automations Address specific BU concerns for PII, Credential mgmt.Key Issues for automation security configurations: Group Security Policy settings on desktops/laptopsUiPath supports:CAC/PIVSSOLDAP & Active DirectoryHSMSAML 2.0Defense Grade SecurityROC 10-Step GuideAugust 019Level 3 continuous63

4. Manage Idea Pipeline for Automations (IPA)UrgencyEffortAccessMetrics1 Mission Urgent1 Tier11 Have access todayHours Saved2 ComplianceMandatory2 Tier 22 Need to get permission foraccessCore Mission Goal3 Strategic3 Tier 33 Need MOU for accessEmployee sat/retention4 TacticalQuality improvement5 Nice to Have Proper intake and scoring of all Automation ideas drives greater valuefor the organization’s RPA efforts.This includes: Intake, Identification, Categorization & Scoring of automation Ideas Documentation of Automation details Scheduling and assigning SWAT team efforts to automations KPIs for pipeline intake, backlog, metricsPrioritizeimportant, easywinsPlan for longerterm strategicwinsKeyPoints:ROC 10-Step GuideAugust 019ExamplesCompare list of contractors to do-not-pay listAutomate heatmap of radiation leaksAutomate ITAR document reviewAutomatically open a case2.1.1.”200 FTE Hours Saved Annually”1.2.2.”Core Mission Improvement”2.3.1.”150 FTE Hours Saved Annually”3.1.1.”5 minutes saved per call”Aggregatemetrics over timeDocument forMaintenance64

5. Decide RPA Development LifeCycle ApproachDevelop1Unit Test1Develop2Unit emy.uipath.com/learnEstablish a common framework, terminology, and physical instances for the RPA development lifecycle Where will your RPA development take place? For Swat teams? For Citizen Developers? Where will unit and system testing take place? Are there different rules for Citizen Developers? What are the rules governing automations and updates before things are promoted to production?Configure your environments and app development tools to support this LifeCyclePublish your RPA lifecycle and rules in your SWAT team handbookROC 10-Step GuideAugust 01965

6. Determine/implement InfrastructureDecide infrastructureCloud/On Premises/HybridCapacity Planning – Bot Allocation, Storage, CPU, MemoryNetwork Architecture – Load Balancer, Firewalls, Proxy, VPN, Bandwidth, Dedicated Tunnel,Security – SSL, TLS, SAML, Multi Factor AuthenticationHigh Availability – Multi NodeDisaster Recovery – Active-Active, Active-Passive66

7. Install/configure Additional ToolsToolPurposeProductivity Suite( Microsoft suite, Googlesuite, Adobe Acrobat , etc)Activities for front and back officeVersion Control (Git, SVN, TFS)Project access control and collaborationCI/CD (Jenkins)Facilitate build and test of automationsProcess Design Document (UiPath Explorer)Provides quick recording and documentationof steps.BI Reporting Engine (Kibana, Tableau,Power BI)Provide visualization of KPIsUIPath Go! StoreStore for reusable bots that can be reusedDeployment tool?ROC 10-Step GuideAugust 01967

8. ROC Maintenance & Operations PlanningSWAT TeamTrained to use Re-Framework for all automations. Documents automationsfor maintenanceMaintenance CrewModifies automations as neededPerforms TestingUpdates Documentation as neededOperations CrewRuns bots; monitors workload; ensures HA/DR as neededMaintenance & Operations will ensure smooth scaling and protection ofBusiness results.The ROC needs to establish procedures and guidelines on: ROC 10-Step GuideAugust 019Criteria, Define Change, Review and Approval processIdentify, Analyze, and resolve inter-process dependenciesDecide Priorities, Timelines, ApproachMonitor and reporting on progressEducation plan for resources impactedEnsure Stabilityat ScaleFree SWATteams forDevelopmentKeyPoints:Ensure SecurityDocument forMaintenance68

9. Create Metrics & KPIs DashboardMonitoring, Reporting, and AnalyticsSuccess RatesProgram Metrics SavingsProcesses LiveProcesses in PipelineTransactionsPlanned system changesCompleted TransactionsExceptions IdentifiedErrorsProcessesFinance APFinance ARHRCall CenterIT OpsTotal Processes75ROC 10-Step GuideAugust 019Business Analytics Platform Capacity Transaction IntelligenceProcess AnalyticsData AnalyticsOpportunity DiscoveryOptimization DiscoveryProductivityFinance APFinance ARHRCall CenterIT OpsTotal Annual Savings 4,500,000Studio UsageRobot UsageRobot VDIsRobot VDI CapacityWarnings & IndicatorsTransactionsFinance APFinance ARHRCall CenterIT OpsTotal Completed Transactions70,00069

10. Sample ROC Rollout MilestonesROC 10-Step GuideAugust 019ROC ted with Citizen erated LOBRocsDR/BCPGOALS FrameworkGlobalDeploymentAI/MLLarge ScaleRamp UpAdvancedCapabilitiesCitizen ProgramDefined50 Citizen Devs100 Citizen Devs200 Citizen Devs300 Citizen Devs400 Citizen Devs500 Citizen Devs20

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